Good evening, I have been a customer at snatch casino since 07/10/2024, when they certified me. I played normally until February 2025 and had no problems making deposits and when I won, I made some withdrawals. In general, I have made deposits of around 11,000 Euros. In general, I am a loser. In February, before they changed the page and renewed it, I had €1,262.80 in it. As soon as they renewed their page, the problems started. At first, for 2 months, they had me under control from the provider, after which they did not find anything. As soon as they released me and I went to make a withdrawal, they told me that I could not and that I had to bet 20 times the amount I already had in it. This is something that happens to you, new players, there was no bonus. I talk in the chat and they fix the problem. They fix this and I ask for €500, they ask me again for account verification and identity. I send them and they have had me again for two weeks and I can withdraw. I don't want to play at this casino anymore because I think they are making fun of me and I want all my money back. I have an email and a screenshot that I can send you so you can see what I am saying and how many times I had bothered them. And because there are a lot of them I can send them to any email you tell me to help me. Thank you very much

Dear bill8101981,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Is your option to request a withdrawal disabled?
• How did you learn about your account being blocked?
• How did the casino justify the additional wagering requirements imposed on you?
• Did you achieve your current balance with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• If there is any additional evidence you consider relevant to the issue, please share it here as screenshots or send the information to my email at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Now they haven't banned me from playing, I can log into my account normally. They had me under investigation for 2 months after they found nothing wrong, how could they find anything since I'm already lost? I never use bonuses. I was playing live casino. I'm sending you a screenshot and emails that I've exchanged via email.

Thank you very much, bill8101981, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear bill8101981,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Snatch Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Snatch Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear bill8101981 and Romi,

We would like to inform you that we are now awaiting the remaining information needed to proceed with the verification. Once all required documents are received, we will ensure that your request is processed as quickly as possible.

If you have any questions or need assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

I have sent everything you have asked for. If there is anything extra, please ask me.